DECISION 01
Start with the user’s reference point.
I studied the recharge flows in PhonePe and GPay: entry points, vehicle number input, confirmation and errors. Familiar behaviour mattered more than conventions from other trucking products.
Integrating BBPS FASTag Recharges in BlackBuck's Ecosystem
One vehicle list. Fewer detours.
Bringing non-partner bank FASTag recharges into BlackBuck, with field research and a flow approved around what fleet operators actually know.
35%Active FASTag users with non-partner bank tags
90%+Task success after the redesign
1Unified list for partner and non-partner trucks
01 /
The context
Drivers with non-partner bank FASTags were leaving BlackBuck to recharge in other payment apps. BBPS provided the pathway to support those recharges inside the app, with front-end compliance approval required before launch.
The design problem
The system separated partner and non-partner bank tags. The user’s task was simpler: recharge my truck. Field research also changed the competitive frame — our benchmark was the payment apps drivers used every day.
02 /
The decisions
DECISION 02
Ask for the vehicle, not the bank.
A fleet owner managing 50 or more trucks may not know which bank issued each FASTag. I proposed entering the vehicle registration number first and fetching the biller. After a month of negotiation across BlackBuck, PayU and NBBL, NPCI approved the deviation. An option to change the biller remained.
STANDARD BILLER-FIRST FLOW
- Select the FASTag biller
- Enter the vehicle number
- Fetch the FASTag details
- Recharge
APPROVED VEHICLE-FIRST FLOW
- Enter the vehicle number
- Auto-fetch the biller
- Change the biller if needed
- Recharge
DECISION 03
Let one vehicle list do the work.
V1 created separate recharge entry points. It worked on the first attempt but broke repeat use and vehicle discovery. V2 pre-populated non-partner trucks alongside partner-bank trucks, leaving the BBPS rail behind the experience.
V1 / SEPARATE ENTRY POINTS38% / 62%
Task repeatability / vehicle discoverability
V2 / UNIFIED VEHICLE LIST90%+ / 90%+
Task repeatability / vehicle discoverability
03 /
What I would carry forward
A short round of mental model interviews before the first structural decision could have exposed the “a FASTag is a FASTag” insight sooner. When introducing a new payment rail, I would make that mental model the first design question.